Job Description

Reporting Relationship: Project Manager
Role Summary:
We are seeking a highly motivated Service Desk Engineer to provide exceptional technical support and customer service to our clients. The ideal candidate will be responsible for managing incidents and service requests, ensuring timely resolutions within defined Service Level Agreements (SLA), and maintaining a high level of customer satisfaction.
Key Responsibilities:

• Serve as the primary point of contact for all incidents, service requests, and inquiries, ensuring each has a designated owner and is resolved within the SLA.
• Monitor, track, and manage issues through the CRM process, ensuring no incidents get bottlenecked and are resolved efficiently.
• Provide support by understanding customer needs, mapping workflow processes, and analyzing technical requirements or gaps.
• Analyze technical problems reported by end users via email, calls, or chat, and provide the first level of business perspective solutions.
• Ensure continuous support to clients and stakeholders, proposing resolutions and managing customer expectations.
• Track all cases to ensure timely responses, maintaining updates on incident status, progress, and history in the CRM.
• Monitor ongoing service requests and incidents, ensuring timely communication to end users.
• Collaborate with senior teams and stakeholders to resolve escalated issues and monitor the status of incidents.
• Ensure contributions towards the overall Total Customer Experience are met and maintain a high standard of service quality.
• Create and update knowledge base articles to document solutions for recurring issues.
• Ensure stability of the network and hardware infrastructure by monitoring and troubleshooting when necessary.

Skills, Knowledge, and Experience:

• ITIL Knowledge: Case management, ticketing tool lifecycle experience.
• Technical Tools: Proficiency in MS Office (Excel, Word), and experience with computerized data entry and network monitoring tools.
• Strong analytical skills and attention to detail.
• Customer Service: Experience managing service requests and incidents, meeting quality assurance requirements and performance metrics.
• Certifications: Any ITIL and Automation certified professionals will be preferred.
• Availability: Ability to work in a 24/7 environment and in rotational shifts.

Specialization Description
Contact Center Customer Service: Technical provides post-sale technical customer service to business or end-consumer customers via phone, online chat, or text including:

• Responding to a high volume of low complexity technical inquiries (e.g., equipment or software installation/activation/troubleshooting, providing technical product specifications & information on compatibility with other products, etc.)
• Providing responses to customer inquiries based on pre-determined scripts and other response guidance tools
• Recommending alternative products or services (e.g., warranties) as part of customer issue resolutionThis position is not compensated based on achievement of sales targets. Work Environment: Typically located in a call center environmentSpecialization Match Note: Incumbents matching to this specialization are typically considered tier-one support. Incumbents who provide tier-two support should be matched to Field Service Engineering. For tier-three support please consider matching to Technical Support Engineering (High Tech).

Level Description
An experienced support level position that requires a basic knowledge of a given job area and tools, typically seen through work experience as well as vocational or technical training. Works under moderate supervision. Problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures. Communicates information that requires some explanation or interpretation to achieve business results for a given area of a department or function.
Headquartered in Japan, NEC is a leader in the integration of IT and network technologies. With over 123 years of expertise in providing solutions for empowering people, businesses, and society, NEC stands tall as a champion in enabling change and transformation across the globe. Present in India since 1950, NEC has been instrumental in burgeoning India's digitization journey continually for the past 70 years.
NEC India has proved its commitment to orchestrating a bright future through its diverse businesses from Telecommunications to Public Safety, Logistics, Transportation, Retail, Finance, Unified Communication and IT platforms, serving across the public and private sectors. NEC India, through the deployment of cutting-edge technology, has been powering India in seminal ways, making lives easier, safer, and more productive for all.
With its Centre of Excellence for verticals like Analytics platform solutions, Big Data, Biometrics, Mobile and Retail, NEC India brings to the table, innovative, seamless solutions for India and across the world.
NEC India is headquartered in New Delhi and has its offices panned across the country. It has branches in Ahmedabad, Bengaluru, Chennai, Mumbai, Noida and Surat.
Specialties:
IT & Networking Solutions, Unified Communication Solutions, Safety and Security Solutions, Integrated Retail Solutions, Data Centre Solutions, Safe and Smart City Solutions, Transportation Solutions, SDN Solutions, Carrier Telecom Solutions, and Solutions for Society.
-